Wigan Athletic Football Club Customer Charter CUSTOMER CHARTER 2019/20 WE WIGAN Wigan Athletic Football Club Customer Charter INTRODUCTION Welcome to Wigan Athletic Football Club (“the club”) Customer Charter, in which we detail our policies and procedures which affect you as a supporter or visiting supporter. We will explain how we will meet the objectives of our charter throughout the season in relation to ticketing, supporter consultation, discrimination, policing, merchandise and community interaction. The club is committed to ensuring that the objectives are delivered. Page 2 Wigan Athletic Football Club Customer Charter CONTENTS 1.0 CUSTOMER SERVICE COMMITMENT 4 5.0 MEMBERSHIP SCHEMES AND BENEFITS 18 (A) Official Supporters Club 18 2.0 CONSULTATION AND INFORMATION 5 (B) Latics For Life 19 (C) Mascots 20 3.0 TICKETING 6 (A) General Information 6 6.0 MERCHANDISE 21 (B) Ticket Prices 7 (A) General 21 (i) Season Cards 7 (B) Refund Policy 21 (ii) Match Day Ticket Prices 8 (iii) Match Day Hospitality 8 7.0 EQUALITY AND DIVERSITY 22 (C) Away Matches 10 (D) Cup Competitions 10 8.0 WIGAN ATHLETIC COMMUNITY TRUST 23 (E) Returns and Refunds 10 (F) Lost or Stolen Tickets 11 9.0 SAFEGUARDING 24 (G) Accommodating Away Supporters 11 10.0 GOOD CAUSES, CHARITIES 25 4.0 GENERAL STADIUM INFORMATION 12 AND SIGNED MERCHANDISE (A) Non-Permitted Items 12 (B) Smoking Policy 12 11.0 DATA PROTECTION POLICY 26 (C) Standing Policy 12 (D) Ground Regulations 12 12.0 CUSTOMER SERVICES CONTACT 27 (E) Safety Policy 13 (F) Stewards 13 13.0 COMPLAINTS POLICY 28 (G) Catering 15 (H) Cleanliness 15 14.0 CLUB CONTACTS 31 (I) Directions and Parking 16 (J) Visiting Supporters 17 (K) Accessibility Information 17 Please note that the information contained herein is correct at the time of production. The club reserves the right to alter, amend or remove any of the information contained within this document at any time and without warning. Page 3 Wigan Athletic Football Club Customer Charter • 1.0 CUSTOMER SERVICE COMMITMENT The club is proud of its relationship with supporters who are hugely important to our success, and we constantly work to improve supporters’ matchday experience and day to day interaction with the club. OUR COMMITMENT TO SUPPORTERS: WHEN DEALING WITH ALL SUPPORTERS The club welcomes any suggestions, WE WILL: comments, queries, ideas or complaints As a customer of the club, each supporter from supporters in order that we can and visitor to the DW Stadium (“the • be friendly and accessible; deliver an enjoyable matchday experience stadium”) has the right to be treated • understand the needs and and continue to maintain a strong fairly and considerately when visiting requirements of supporters; relationship between the club and its the stadium, using any of our facilities or • treat all supporters as we would supporters. All employees are committed utilising any of our services whether in expect to be treated ourselves; and to represent the club at all times in the person, by phone, in writing or by e-mail. • provide excellent service and work correct manner and have a responsibility These standards are the level of service continually to improve it. to uphold the commitments within this you should expect to receive from every charter. member of staff at the club and provides Should we not achieve the levels of supporters the opportunity to challenge us service supporters expect from the JONATHAN JACKSON if we do not deliver. club, it is important that they inform us. CHIEF EXECUTIVE Feedback is an important way for the club The club is committed to providing to measure our progress off the field and an exceptional service to supporters, to implement change. and all staff are focused on achieving excellence. The club expects and requires If a supporter wishes to make a complaint all employees to conduct themselves in on a matchday they should consult with accordance with the highest standards at a stadium steward or member of staff all times and employees are expected to or text WIGAN to 80800 to report an maintain these standards on and off the incident of discrimination or antisocial club premises. behaviour. If the complaint cannot be resolved to their satisfaction on the day, they should contact the club following the event. The club’s customer services contact details are provided in section 14 of this document. Page 4 Wigan Athletic Football Club Customer Charter • 2.0 CONSULTATION AND INFORMATION The views and opinions of our supporters are very important to us and feedback is welcomed and valued. We will operate fans forums on a regular basis, welcoming feedback from supporters on a wide range of issues. The club publishes up-to-date and relevant information to assist supporters via the club’s website www.wiganathletic.com and offers premium audio visual content via www.wiganathletic.com. The club also communicates with supporters in the following ways; • www.facebook.com/wiganathletic • www.twitter.com/laticsofficial • www.instagram.com/laticsofficial (search laticsofficial in the app) • www.youtube.com/wiganathletic • www.google.com/+WiganAthletic • www.linkedin.com/company/wigan-athletic • Stanza Calendar at www.stanza.co/@wiganathletic (Sync fixtures to calendar) On a matchday, information sources include the matchday programme, concourse screens, scoreboard and PA system. Club officials including the Chairman, Chief Executive, Manager, players and staff are regularly made available to the media, and press releases are issued to local and national sources daily. Informal meetings are regularly held with various supporters groups giving them the opportunity to discuss the club and non-football related issues with senior management and club officials. The club works in partnership with two Supporter Liaison Officers who support effective communication between our fans and the club, through the Fan Advisory Board (FAB), liaising with fans at games and social media. The Fan Advisory Board (FAB) meets quarterly. The board provides the opportunity for fans to speak directly to the club on a number of issues. The club actively seeks to encourage fans to be involved in the FAB and to ensure that its membership represents the views of all its supporters. We will seek to continue to develop ways to consult with supporters, shareholders, local authorities and other stakeholders to ensure that the club remains closely aligned with all these groups. Page 5 Wigan Athletic Football Club Customer Charter • 3.0 TICKETING (A) GENERAL INFORMATION In the event that away ticket allocation is sold out, or upon guidance from Greater Manchester Police, the club may have The club believes in providing affordable and accessible tickets to restrict ticket sales in the home stands to people who have to watch football wherever possible. We ensure that both previously purchased match tickets for at least one or more Wigan season cards and match tickets are fairly priced and give as many Athletic home fixture and whose details we have on our ticketing supporters as possible the opportunity to watch our matches. database. This is to prevent away supporters from accessing the home stands. We offer a wide range of concessionary tickets including 18-21/ Student, Under 18 and Under 12 categories, to ensure that For some home fixtures upon advice from Greater Manchester younger supporters and families have affordable access to watch Police the club may also restrict the sale of tickets on matchdays. local football. Senior concessions operate from the age of 65. However whenever possible the club will always try to sell tickets to supporters wishing to sit in the designated home stands if the Junior concessions operate at 5,12, and 18 years old. Also there club feels that safety issues will not be compromised. is the option to upgrade junior season cards to adult tickets for midweek matches on up to five occasions in the season. The club also provides areas of the ground for the use of family groups and junior supporters, disabled spectators and their carers. Match tickets are sold from the ticket office, via a telephone We also dedicate some special offer matches where non-season service on 01942 311 111, and on the club’s official website at card holders can benefit from price offers. These vary on a season www.wiganthletic.com/tickets, which allows supporters to buy by season basis and are communicated via the normal media and tickets and choose individual seats when making their booking publicity channels. online. Please be aware that booking fees may apply when purchasing The club offers supporters a payment plan when purchasing season cards and individual match tickets, please see website for season cards and hospitality season cards. The club is continually details. considering ways in which to offer a broader range of ticketing prices for supporters and at least 5% of tickets to each home The stadium has unrestricted views throughout. game will be made available to purchase for non-season card holders. Page 6 Wigan Athletic Football Club Customer Charter • 3.0 (B) SEASON CARD PRICING 2019/20 The club reserves the right to make special match ticket offers throughout the course of the season. However, the savings of these special offers will never undercut the savings made by the value of committing to a season card. (i) WIGAN ATHLETIC SEASON CARD PRICES SEASON 2019/2020 EAST & WEST STANDS SOUTH STAND UNTIL 31 MAY UNTIL 30 JUNE FROM 1 JULY FIXED PRICE ADULT £299 £329 £349 £279 OVER 65 £259 £269 £289 £229 18-21 / STUDENT £199 £209 £219 £149 UNDER 18 £99 £99 £99 £49 UNDER 12* £69 £69 £69 £49 UNDER 5* £39 £39 £39 £29 RENEWALS: Season card holders from the 2018/19 season have until 30 June to secure their existing seat for the 2019/20 season.